Operations Manager

Job Description

Job Description

Operations Manager – Front Office & Housekeeping

DoubleTree by Hilton South Bend
Full-Time | Salaried

Position Summary

At DoubleTree by Hilton South Bend, hospitality is at the heart of everything we do. We are seeking an experienced Operations Manager to provide leadership for our Front Office and Housekeeping teams, ensuring every guest receives exceptional service from arrival through departure.

This position is ideal for a leader who is passionate about creating memorable guest experiences, driving guest satisfaction scores, maintaining Hilton brand standards, and fostering a culture of professionalism, accountability, and teamwork. The Operations Manager will lead by example, coach department leaders and team members, and continuously look for opportunities to improve service, efficiency, and the overall guest experience.

Essential Responsibilities

• Lead the daily operations of the Front Office and Housekeeping departments.
• Champion a culture of hospitality that exceeds guest expectations and reflects the DoubleTree by Hilton brand.
• Drive guest satisfaction by monitoring guest feedback, Stay Experience Platform, and online reviews, implementing action plans to improve stay scores.
• Maintain exceptional standards of cleanliness, service, and professionalism throughout the hotel.
• Conduct regular inspections of guest rooms, public areas, and front office operations to ensure brand compliance.
• Coach, mentor, and develop leaders and team members through consistent feedback, recognition, and accountability.
• Promote a positive and respectful workplace culture built on professionalism, communication, and teamwork.
• Respond to guest concerns with urgency, empathy, and a commitment to service recovery.
• Partner with department leaders to ensure rooms are guest-ready and operational goals are achieved.
• Monitor labor productivity while maintaining outstanding guest service.
• Ensure compliance with Hilton standards, company policies, and safety procedures.
• Participate in Manager-on-Duty rotations, including evenings, weekends, and holidays as business needs require.

Qualifications

• Minimum of three years of hotel leadership experience, preferably in a full-service hotel.
• Strong background in Front Office and/or Housekeeping operations.
• Demonstrated success improving guest satisfaction scores and service standards.
• Passion for hospitality and creating exceptional guest experiences.
• Proven ability to coach, motivate, and develop high-performing teams.
• Excellent communication, leadership, and conflict-resolution skills.
• Ability to remain calm, professional, and guest-focused in a fast-paced environment.
• Experience with Hilton systems and brand standards preferred.

What We're Looking For

We are seeking a leader who believes that great hotels are built through exceptional hospitality and strong leadership.

The ideal candidate:

• Leads with professionalism, integrity, and respect.
• Holds themselves and others accountable to high standards.
• Inspires a culture of service excellence and teamwork.
• Takes ownership of guest concerns and follows through to resolution.
• Values coaching, recognition, and continuous improvement.
• Understands that every guest interaction is an opportunity to create a lasting impression.
• Is committed to improving guest satisfaction scores while developing engaged, service-focused teams.

Why Join DoubleTree by Hilton South Bend?

At DoubleTree, we believe hospitality begins with our team. You'll have the opportunity to shape the guest experience, mentor future leaders, and make a meaningful impact on one of South Bend's premier full-service hotels. If you're passionate about service excellence, professional leadership, and creating memorable experiences for every guest, we'd love to welcome you to our team.